Reporting an issue with a charge on your account
If you are seeing unrecognized charges in your account, please use our dispute form to let us know.
At the bottom of the page (if you are viewing this article within the Monzo app) you will see a button to raise a dispute.
A dispute is basically us starting an investigation into the transaction and trying all that we can to get this money back.
We’ll ask you a set of questions related to your dispute. Many questions are optional, but the more information you can provide the better chance we’ll have to get this money back 🔍
Examples of why you may want to raise a dispute include:
Unrecognized charges in your account
Online orders you placed that turned out to be a scam
An item you bought, but it didn't end up matching it's description
ATM transactions where the ATM didn't correctly dispense the money
etc.
ℹ️ If the transaction you want to dispute is still “Pending” - this means there’s a chance the charge could drop off on its own, or it could turn into a final charge. We need to wait until a transaction finalizes before we can raise a dispute or assist further..
To check if a transaction is pending, tap on it to see the full details. Then, scroll to the bottom - if it says “Pending” then it’s not a final charge yet.
When the transaction becomes a final charge, it will no longer say "Pending". If you still need to file a dispute at that point, tap the Profile picture icon on the homepage of your app and choose Get help to file a dispute.
